NekoChat - chat para administrar suporte ao cliente integrado ao Whatsapp

Abstract

Customer service has evolved significantly, transitioning from a mere means of problem resolution to becoming a strategy focused on building trust and establishing ongoing dialogue with consumers. However, the communication employed in this service must be accessible and provide tools that enable support teams to maintain an effective routine. This project aims to develop a solution that integrates a widely used communication method in the country with an application offering tools for conversation management. To this end, a customer service application has been created that integrates with WhatsApp, and this integration presents an opportunity to optimize service, distribute workload among teams, and facilitate the management of tasks related to conversations. As a result, it is possible to use a single tool, linked to a single mobile number, to ease the customer service for companies that use, or wish to use, WhatsApp as their primary means of communication with their clients. It is anticipated that the implementation of this technological solution will result in a substantial increase in the efficiency of customer service processes. The integration of the application with WhatsApp will not only facilitate more direct and accessible communication with consumers but also provide a more balanced workload distribution and enhanced conversation management for support teams.